IT Support Services I-Help Desk

## Description **About Courser** Courser accelerates the growth of IT service provider companies. We forge dynamic partnerships, leveraging our values of Teamwork, Service, Growth-Mindedness, Trust, and Innovation to deliver impactful solutions and phenomenal customer experiences. If you thrive in a fast-paced IT environment, join our rapidly expanding team and contribute to our ongoing success. **IT Support Services I-Help Desk** **** We are looking for a skilled IT Support Services professional to join our team and deliver outstanding technical assistance to our employees and clients. The IT Support Services I-Help Desk will be responsible for diagnosing, troubleshooting, and resolving issues related to hardware, software, and network systems. This role requires strong analytical skills, technical knowledge, and a customer-oriented approach to help users resolve their IT challenges efficiently. **** **Key Responsibilities:** · Provide frontline IT support, responding to technical issues submitted through phone, email, and ticketing systems within agreed-upon SLAs. · Diagnose and resolve hardware, software, and network issues on desktops, laptops, mobile devices, and printers. · Install, configure, and update operating systems, software, and hardware for new and existing users. · Manage client user accounts, including setting up new accounts, handling password resets, and managing permissions. · Troubleshoot network issues, including Wi-Fi connectivity, VPN access, and network printer issues. · Document solutions and troubleshooting steps for recurring issues and update the knowledge base for future reference. · Monitor and maintain IT systems and networks to proactively identify potential issues and prevent disruptions. · Collaborate with other IT team members and escalate complex issues to senior engineers as needed. · Support IT projects such as system upgrades, software deployments, and network expansions. · Ensure security measures are followed to protect the integrity of data and systems. · Maintain compliance with all company policies and procedures. · Answer phone calls and triage issues. · Other duties as assigned. **Key Qualifications:** · +2 years experience with Microsoft Networks, firewall configuration, network configuration, workstation setup and installation, print management, integrating cloud technology, network and endpoint security, TCP/IP protocols, Active Directory and Group Policy management, Powershell, technical process and procedure documentation. · Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers. · Excellent computer proficiency (MS Office - Word Excel and Outlook). · Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service. · Ability to work independently and to carry out assignment to completion within parameters of instructions given, prescribed routines, and standard accepted practices. · High School diploma or GED required. · Associate degree preferred. **** **Preferred Experience:** **** · Experience with ConnectWise. · Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA), MS-900. · Experience with cloud platforms like AWS, Azure, or Google Workspace. · Knowledge of ITIL practices and IT service management. **Why you’ll love working here** At Courser, we prioritize the personal and professional development of our employees. We offer best-in-class training, mentorship, and clear self-promotion paths to help you grow. We foster a culture of innovation and encourage challenging the status quo. With teams located across the country, we leverage a wealth of knowledge and a collaborative spirit, eager to share and grow together. **** **Benefit Highlights** · Competitive benefits package, including medical, dental, vision, and life insurance · 401k match · Unlimited vacation time\* · Paid sick time…